Customer Service

Knowing your customer and their behaviors is imperative to formulating effective marketing campaigns and business strategies. Understanding your customer means you have a clear picture about your customers behavior, needs, pain points, demographics, wants, and expectations. When a business understands their behaviors and experiences, they can really drive their business forward and create the opportunity for better curated products, services, and business plans. Analyzing customers that are interacting with your brand already will provide insight into your current customer base and allow for the potential to expand that current base. […]

Today, the world revolves around technology, and the customer support industry is no exception to the rule. Just a couple of decades ago the only way to reach out to a company was by sending a letter, then telephone support came, and nowadays even that is starting to become out-of-date. The truth is that automated systems have taken over several services that call centers offer. Follow along and find out what customer service automation in the contact center industry is all about, and some examples of how it is already being implemented in our practices [...]

Having a proper understanding of consumers and customer behavior is key to curating a successful business. Customer behavior modeling utilizes previously obtained data to create customer cohorts, or segments. Creating these groupings allows for the prediction of reactions and actions of each cohort given a scenario based on their similarities and common prior behaviors. It is important to know the various behavior models and how to properly implement them. […]